Refund policy

Returns & Refund Policy

At Ecosmo Bikes, we take pride in the quality, safety, and consistency of our bicycles, electric bikes, parts, and accessories. All goods supplied are subject to our full Terms & Conditions of Sale, which include the following Returns & Refund Policy.

1. Eligibility for Returns

We accept returns only in the following circumstances:

  • Goods delivered damaged in transit

  • Goods proven to be defective under warranty (see Clause 7 of our Terms & Conditions)

  • Goods incorrectly delivered or short-delivered (must be reported within 3 days of delivery)

2. How to Report a Return

To initiate a return or refund request, please:

  • Notify our team within 3 working days of delivery for damaged or short-delivered items

  • Notify us in writing within 30 days of identifying a valid warranty issue

  • Email us with the following details:

    • Order number

    • Product(s) in question

    • Reason for return

    • Supporting photographs (for damaged or faulty items)

⚠️ Please do not return any goods without prior written authorisation from Ecosmo Bikes.

3. Inspection and Approval

Returned goods must:

  • Be in their original packaging (unless returning a faulty item)

  • Be in unused and resalable condition where applicable

  • Have been stored and handled correctly in accordance with product instructions

All returns are subject to inspection upon receipt. Ecosmo Bikes reserves the right to refuse returns that do not meet these conditions.

4. Refunds or Replacements

If a return is approved:

  • We will offer a replacement or refund at our discretion

  • Refunds will be issued using the original payment method

  • Refund values may be adjusted proportionally for partial returns

  • Return shipping costs are not covered, unless the return is due to our error or a confirmed fault

5. Non-Returnable Items

We do not accept returns for:

  • Custom-built bicycles, bespoke components, or goods made to customer specification

  • Clearance, seconds, obsolete items, or sample products

  • Products that have been used, modified, assembled, or ridden after delivery

6. Late or Missing Deliveries

If you have not received your order but have been invoiced, please notify us within 7 days of the invoice date.
Claims made after this period may not be accepted.

7. Contact Us

If you have any questions or concerns regarding your order or this Returns & Refund Policy, please contact our sales team at: https://ecosmobike.com/pages/contact

Email: support@ecosmo.com